Customer Success Manager, Coverage - Audit

Overview

As a Customer Success Manager - Open Coverage, you will own the post-sale relationship for a portfolio of customers, ensuring they achieve measurable value and remain engaged throughout their lifecycle. You ll drive product adoption, monitor customer health, and proactively mitigate churn risks. You will be responsible for driving retention, renewal activities, and driving cross-sales and upsells. This role requires strong collaboration with internal teams to support renewals, identify upsell opportunities, and deliver a seamless customer experience.

• Manage post-sale relationships for a portfolio of accounts.
• Drive product adoption, usage, and customer satisfaction.
• Monitor customer health and address risks before they escalate.
• Continue to drive client utilization to increase retention.
• Collaborate with Account Specialists on renewals and upsell opportunities.
• Conduct regular check-ins and business reviews to align on goals and outcomes.
• Leverage data and insights to prioritize outreach and inform engagement strategies.
• Maintain CRM and Customer Success tools for visibility and accountability.
• Contribute to process improvements and internal initiatives that enhance the CS function.
• Own the end-to-end renewal process for a portfolio of customers.
• Manage quoting, contract execution, and renewal forecasting.
• Identify and execute low-complexity upsell and cross-sell opportunities.

• Qualified Lead Generation:
  High-quality leads passed to Sales from customer engagements.
• Customer Health Score:
  Composite score reflecting engagement, product usage, and satisfaction.
• Utilization:
  Rate of product usage and adoption within assigned accounts.
• Retention:
  Renewing clients during peak product renewal times.

The best Customer Success Managers - Open Coverage are trusted advisors and strategic partners to their customers. You thrive in dynamic environments, balancing proactive engagement with data-driven decision-making. You are naturally curious, empathetic, and passionate about helping customers succeed. You are able to move territories seamlessly when open coverage is needed and you engage with your new book of business effortlessly to provide value to your client list.

• Relationship Builder:
  You excel at creating strong, long-term partnerships and can influence at all levels.
• Customer Advocate:
  You put the customer at the center of every decision and are committed to delivering measurable value.
• Strategic Thinker:
  You see the big picture and can align customer goals with business outcomes.
• Data-Driven:
  You use insights and metrics to guide decisions and prioritize actions effectively.
• Collaborative Leader:
  You work seamlessly across teams and mentor others to elevate the Customer Success function.
• Adaptable & Proactive:
  You anticipate challenges, act quickly, and continuously seek ways to improve processes and outcomes.

• Bachelor s degree in Business, Marketing, Communication, or related field (or equivalent experience).
• 1-3 years in Customer Success, Account Management, or similar role within a SaaS company.

• Strong relationship-building and communication skills.
• Customer-centric mindset with a focus on delivering value.
• Ability to manage a portfolio of accounts with varying needs.
• Proficiency in CRM and Customer Success platforms.
• Organized, proactive, and comfortable working cross-functionally.

• Hybrid Work Model:
  We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance:
  Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth:
  By fostering a culture of continuous learning…